Customer Care Representative II
About The Position
The Customer Care Representative II delivers exceptional, consistent customer service for moderately complex health-related inquiries through multiple communication channels, which may include telephone, fax, email, chat, mail, and AI-related inquiries. The role supports assigned client groups and handles inbound and outbound calls using established scripts and procedures. Representatives maintain confidentiality of health, personal, and other customer information; respond to inquiries about patient results, tests, services, service failures, and related matters; and communicate with professionalism, respect, care, and empathy, including when delivering sensitive health information. The position is remote and scheduled Monday through Friday with rotational weekends, 11:00 PM–7:30 AM Eastern. Remote training is scheduled Monday through Friday, 9:00 AM–6:00 PM Eastern. The stated start date is November 30th. Salary offers depend on relevant skills, training, experience, education, applicable certifications, and market and organizational factors. Successful candidates may be eligible for annual performance bonus compensation.
Requirements
- 1 to 2 years of related customer service excellence experience, typically including at least 1 year at the CSR1 level.
- High school diploma or equivalent.
- Good performance and productivity, attendance, conduct, and teamwork.
- Typically cross-trained in two or more moderately complex areas, with demonstrated skills in each.
- Consistent exceptional customer service, accuracy, and quality focus.
- Good digital skills are preferred, including familiarity with computers, Outlook, Excel, phone systems, chat, automation, and AI.
Nice To Haves
- Healthcare and laboratory-related experience.
- Experience delivering customer service excellence while achieving productivity, accuracy, and quality standards.
- Some college coursework.
- College-level clinical laboratory education.
- Familiarity with Outlook, Excel, phone systems, chat, automation, and AI.
Responsibilities
- Support assigned client groups by performing moderately complex health-related customer service activities.
- Handle moderately complex inbound and outbound health-related customer calls using established scripts and procedures.
- Maintain complete confidentiality of customer and patient health, personal, and other information.
- Provide professional, respectful customer service and demonstrate care and empathy when communicating sensitive health information.
- Respond to customer inquiries received by telephone, fax, email, chat, and other digital methods, including inquiries about patient results, tests, services, and service failures.
- Deliver accurate, high-quality service while meeting productivity and quality expectations.
Benefits
- Day 1 medical, supplemental health, dental, and vision coverage for full-time employees working 30 or more hours.
- Well-being programs.
- Annual no-cost health assessment program.
- Blueprint for Wellness® and healthyMINDS mental health program.
- Vacation and health/flex time.
- Six holidays plus one “MyDay” off.
- FinFit financial coaching and services.
- 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service.
- Employee stock purchase plan.
- Life and disability insurance, with a buy-up option.
- Flexible Spending Accounts.
- Matching gifts program.
- Education assistance through MyQuest for Education.
- Career advancement opportunities.
- Potential annual performance bonus compensation.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
